eglobalis
SEPTEMBER 19, 2024
In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.
InMoment XI
SEPTEMBER 19, 2024
When you think of your most recent purchase, you don’t think of the experience in silos. You don’t remember how you felt during the awareness phase separate from the consideration phase. You recount your experience based on how you felt about the whole process, from start to finish. This is how we view the end-to-end customer experience. What is End-to-End Customer Experience?
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Beyond Philosophy
SEPTEMBER 19, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
Brandwatch CX
SEPTEMBER 19, 2024
Explore the benefits of social media management services, from boosting engagement to growth, and discover what lies beyond enhancing your online presence.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Interactions
SEPTEMBER 19, 2024
In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Thematic
SEPTEMBER 19, 2024
32% of customers say they would walk away after one bad experience. That’s why having an amazing customer experience is more important than ever. Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools.
CSM Magazine
SEPTEMBER 19, 2024
Every business strives for good customer service. But what we define as being ‘good’ nowadays is far beyond what it was five years ago. Given that customer expectations have reached new heights, CX cannot just work ; it has to be exceptional. John Colgan, CEO of Solgari , explains. Customer service agents are the key to this milestone, however CX faces one of the highest attrition rates in any business.
Advantage Communications
SEPTEMBER 19, 2024
Understanding the Burst Imagine a scenario: your e-commerce store is gearing up for the holiday shopping season, or your travel agency is preparing for the summer rush. During these periods, your customer inquiries and demands skyrocket. This is where a burst in customer support requirements occurs. Instead of scrambling to hire and train a large in-house team for a temporary surge, businesses are increasingly turning to outsourced customer support burst services.
CSM Magazine
SEPTEMBER 19, 2024
Running a restaurant is much like the art of spinning plates. Juggling various tasks simultaneously is essential, as even a small slip-up can result in shattered dishes. When executed perfectly, it has the power to leave everyone in awe! There are numerous strategies to enhance operational efficiency. Whether you’re a seasoned pro in the culinary world, crafting your very first business plan for a dining establishment, or diving into the exciting journey of launching a bar.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
SurveySensum
SEPTEMBER 19, 2024
While Zykrr is a great customer feedback tool , it lacks in certain areas which makes it fall short in the long run. Curious about it? Let’s see. Why Should You Look For Zykrr Alternatives? Zykrr is an end-to-end customer feedback management tool, however, like any other great tool this one has some glaring red flags that you need to be aware of before investing in it.
CSM Magazine
SEPTEMBER 19, 2024
An AI callbot is an artificial intelligence system that can automate your contact center and help your agents better handle incoming calls. While some refer to it as a “voice bot,” the technology behind it is actually quite intricate. With the callbot, customer support representatives don’t have to go through a maze of options on an IVR; instead, they can ask, “What can I help you with?
inQuba
SEPTEMBER 19, 2024
inQuba Releases Significant New Capabilities to Support your Journey Orchestration Management Navigating customer engagement in today’s digital landscape is becoming increasingly complex. The Information Regulator, Advocate Pansy Tlakula, announced earlier this year that a guidance note on direct marketing had been drafted to assist public and private entities in complying with POPIA when processing personal information for marketing purposes.
CSM Magazine
SEPTEMBER 19, 2024
CloudInteract announces new senior hires to support UK growth and US expansion, as it sets sights on supporting an industry predicted to grow to over USD 22 billion by 2030. CloudInteract , a rapidly growing, UK-based provider of customer experience (CX) platforms, announces a range of senior hires to support its UK growth plans and expansion into the US market.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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Kapta Customer Success
SEPTEMBER 19, 2024
Let's Talk Retention If you are part of an account management team you are probably hyperaware of how important retention is. It’s one of those vital metrics that can be likened to a compass in the vast ocean of customer relations—it guides strategy, informs service improvements, and ultimately measures our success in maintaining fruitful relationships with clients.
CSM Magazine
SEPTEMBER 19, 2024
Do you remember which online casinos were the most popular among players 5–7 years ago? Many of the past leaders no longer even make it into the top 10 today. Why? The answer is simple—players’ expectations have changed, and newer platforms are being built with these demands in mind. So, let’s check out what actually affects all these rankings and how it all works!
Clarivate
SEPTEMBER 19, 2024
Encountering objections and questions from payers and health technology assessment (HTA) decision-makers is an unavoidable part of bringing a new pharmaceutical or medical technology to market. Payer conversations provide an opportunity to acknowledge potential issues or evidence gaps and alleviate concerns. Yet without careful planning and the development of effective objection handling resources, these concerns can cause delays and disappointment on the road to reimbursement or formulary listi
CSM Magazine
SEPTEMBER 19, 2024
As the global climate crisis intensifies, businesses are facing increasing pressure to adopt sustainable practices. Consumers, investors, and even governments are looking more closely at how companies manage their environmental impact. Sustainability has gone from a niche concern to a central pillar of modern business strategy. Today, businesses that ignore sustainability risk losing customers, facing regulatory hurdles, and damaging their reputations.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Brandwatch CX
SEPTEMBER 19, 2024
Discover the most popular Instagram influencers in healthcare, and why they are successful.
CSM Magazine
SEPTEMBER 19, 2024
The construction industry is incredibly competitive, which can make it challenging for businesses to stand out and secure ongoing projects. The key is to consistently exceed customer expectations, which will help you earn referrals, which are highly effective in this industry. Additionally, consistently exceeding customer expectations will help you develop a positive brand reputation that will make it easier to find ongoing work.
Brandwatch CX
SEPTEMBER 19, 2024
Discover the most popular Instagram influencers in healthcare, and why they are successful.
Upstream Works
SEPTEMBER 19, 2024
Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases. The post 3 Ways Contact Center AI is Redefining the Agent Experience appeared first on Upstream Works.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Gainsight
SEPTEMBER 19, 2024
The success of any organization relies, in part, on the right tech stack. For enterprise organizations, specifically, deciding on the right tech stack requires CIOs to think more in terms of partnerships than simple subscriptions. Concerns of scale, security, and power all stay top of mind for CIOs. “Scale is important—I need vendors I can grow with both in data volume, and complexity,” shares Karl Mosgofian, CIO, Gainsight.
Centercode
SEPTEMBER 19, 2024
Learn how video feedback uncovers key insights in 4 user testing scenarios, revealing what written reports miss.
Gainsight
SEPTEMBER 19, 2024
The success of any organization relies, in part, on the right tech stack. For enterprise organizations, specifically, deciding on the right tech stack requires CIOs to think more in terms of partnerships than simple subscriptions. Concerns of scale, security, and power all stay top of mind for CIOs. “Scale is important—I need vendors I can grow with both in data volume, and complexity,” shares Karl Mosgofian, CIO, Gainsight.
Brandwatch CX
SEPTEMBER 19, 2024
How is consumer behavior changing? Read on for the latest trends in physical and mental health, wellness and lifestyle, and more.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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